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Journal articles on the topic 'Consumer satisfaction/dissatisfaction'
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Crane, F. G. "Consumer satisfaction/dissatisfaction with professional services." Services Marketing Quarterly 7, no. 2 (1991): 19–25. http://dx.doi.org/10.1080/15332969.1991.9985010.
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Crane, F. "Consumer Satisfaction/Dissatisfaction with Professional Services." Journal of Professional Services Marketing 7, no. 2 (1991): 19–25. http://dx.doi.org/10.1300/j090v07n02_03.
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Hunt, H. Keith. "Consumer Satisfaction, Dissatisfaction, and Complaining Behavior." Journal of Social Issues 47, no. 1 (1991): 107–17. http://dx.doi.org/10.1111/j.1540-4560.1991.tb01814.x.
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Dennis*, Jennifer H., Bridget K. Behe, Thomas J. Page, and Richard A. Spreng. "Understanding Behavioral Consequences of Dissatisfied and Regretful Customers." HortScience 39, no. 4 (2004): 874C—874. http://dx.doi.org/10.21273/hortsci.39.4.874c.
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Michigan State Univ. researchers surveyed 777 gardening consumers in an Internet survey on 24 Sept. 2003 to determine consumer perceptions of satisfaction, dissatisfaction, and regret of three horticultural products: hanging baskets, potted roses, and 1 gallon perennials. Consumer satisfaction has been studied in a horticultural context before, however, to our knowledge this is the first time emotion research, specifically regret, has been applied in a horticultural setting. Regret is an emotion experienced from a negative valenced reaction to an event such as a dead or dying plant. Consumer satisfaction/dissatisfaction is a state of being derived from the expectation and performance of a particular product. Based on work from a doctoral dissertation, the objective was to investigate the behavioral consequences associated when gardening consumers experienced dissatisfaction or regret toward these three products. Questions were asked to pinpoint levels of dissatisfaction and regret and whether they switched from the product based on feelings of dissatisfaction and regret. About 27% (202) of respondents expressed some level of dissatisfaction or regret about the products specified in the survey. Results show regret drives switching behavior and those that experienced regret with their products were more likely to switch. Approximately 10% of gardening consumers switched to another activity outside of gardening because of failure of the plant purchased to perform where as 13.5% switched to another type of plant to remedy the situation. Regret has been shown to strongly influence repurchase behavior based on being an emotion. Results also indicate although dissatisfaction is unfortunate, it does not have the same effect on switching behavior.
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Otieno, Rose. "The role of garment sizing in creation of customer satisfaction: Indications from focus group responses." Journal of Fashion Marketing and Management: An International Journal 4, no. 4 (2000): 325–35. http://dx.doi.org/10.1108/eb022600.
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Meeting sizing needs in today's clothing is an important aspect of customer satisfaction. Based on the critical incident and grounded theory techniques, data from focus groups with parents are analysed to establish consumer satisfaction/dissatisfaction with children's garment sizing. While results revealed that parents were dissatisfied with garment sizing, the study focuses on specific causes of dissatisfaction. The centrality of efficient sizing in creation of consumer satisfaction is underscored.
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Liu, Maggie Wenjing, and Hean Tat Keh. "Consumer delight and outrage: scale development and validation." Journal of Service Theory and Practice 25, no. 6 (2015): 680–99. http://dx.doi.org/10.1108/jstp-08-2014-0178.
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Purpose – The purpose of this paper is to develop and validate measurement scales for consumer delight and outrage. Design/methodology/approach – The paper used both qualitative, survey, and experiment methodology. Findings – First, develop and validate the scale of customer delight, second, conceptualize the construct of customer outrage, as well as develop and validate its scale; third, explore the differential behavioral results of delight vs satisfaction, and outrage vs dissatisfaction; and fourth, further our understanding of the satisfaction-dissatisfaction continuum. Originality/value – While researchers increasingly recognize that delight and outrage are distinct from satisfaction and dissatisfaction, it is important to have scales that differentiate between these constructs. To this end, this paper develops and validates scales to measure consumer delight and outrage, respectively. These scales will be useful to other researchers interested in measuring consumer delight and outrage in various research contexts.
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Bui, Bich Huy Hai, Lien Thi Ngoc Vo, and Thuy Ngoc Pham. "Antecedents and consequence of customer satisfaction and dissatisfaction: A study of tourism services." Science and Technology Development Journal 17, no. 2 (2014): 52–62. http://dx.doi.org/10.32508/stdj.v17i2.1335.
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Many recent studies have focused on satisfaction as one of key concepts in consumer behavior while dissatisfaction has received a much lesser attention. In services where failure is inevitable, customer satisfaction and dissatisfaction may be interwoven along the service buying/ using process. This study examines simultaneously the effect of four service attributes on customer satisfaction and dissatisfaction which lead to the word-of-mouth effect. SEM analysis based on a sample of 382 customers of package tour service reveals that staff attitude and failure recovery have positive effects on satisfaction, but not on dissatisfaction. Then, satisfaction, but not dissatisfaction has a positive impact on word-of-mouth. A negative correlation has also been found between satisfaction and dissatisfaction. Discussions and implications are presented along these statistical results.
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Zinkhan, George M., and Melanie Wallendorf. "Service set similarities in patterns of consumer satisfaction/dissatisfaction." International Journal of Research in Marketing 2, no. 3 (1985): 227–35. http://dx.doi.org/10.1016/0167-8116(85)90015-1.
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Hilary Chinedu, Anyanwu, Sharifah Azizah Haron, Syuhaily Osman, and Hilary Faith Hayatu. "Dissatisfaction and Profile of Dissatisfied Consumers: A Case Study of Mobile Telecommunication Network Consumers in Nigeria." International Journal of Business and Management 15, no. 5 (2020): 155. http://dx.doi.org/10.5539/ijbm.v15n5p155.
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This research paper examined the dissatisfaction of Mobile telecommunication network (MTN) consumers in Nigeria. The researchers used expectancy disconfirmation theory (EDT) to argue that with high and prolonged consumer dissatisfaction, educated MTN consumers are prone to exit their service chain for other telecom companies. Contrary to MTN’s promises upon entry into the Nigerian telecom market, its consumers have been groaning against substandard services offered to them by MTN. Adequate supply, stability, and maintenance/hitch free services lead to consumer satisfaction, while deficiency of the stated factors aggravates consumers, thus consumer dissatisfaction. This quantitative research utilized a cross-sectional design and adopted a stratified sampling technique to incorporate 385 MTN consumers in Lagos, Nigeria. IBM SPSS version 22 was used for the data analysis. The data set consisted of 58.2% males and 41.8% females. Descriptive statistics found that 43.9% of MTN consumers were highly dissatisfied while 56.1% were lowly dissatisfied. A Chi-square test revealed that only educational level is significantly associated with dissatisfaction among the six selected background variables. Also, logistic regression showed age, educational level, and religion as significant predictors of high dissatisfaction among consumers. Educated consumers tend to sensitize service outcomes more than uneducated ones as a result of their wealth of information. Older (aged) and religious consumers will also evaluate marketing episode critically more than younger and non-religious ones. Results further imply that consumers’ educational level is a catalyst of expectancy disconfirmation theory in service sectors. MTN or similar commercial enterprises should focus on the causes of dissatisfaction and strategize on how to ameliorate the dissatisfaction level among their consumers. Firms should embark on promotional offers and other stimuli activities to regain their consumers’ trust and loyalty; hence, it will extend their market share and dominance.
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Jevtić, Jelena, Slavica Tomić, and Ksenija Leković. "Customer experience in the tourism industry: Determinants influencing complaint behaviour." Menadzment u hotelijerstvu i turizmu 8, no. 2 (2020): 25–33. http://dx.doi.org/10.5937/menhottur2002025j.
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The customer service experience with a specific travel agency is a kind of moment of truth. Customer satisfaction is the outcome they have experienced when service performance met expectations. Contrary to satisfaction, consumers may experience dissatisfaction with the provided service. One of the responses to dissatisfaction is a consumer complaint. Apart from feeling satisfaction or dissatisfaction with the provided service, consumers may also be satisfied or unsatisfied with the complaint process. The aim of this paper is to identify differences in the determinants of complaint behavior (tendency to file a complaint, justice of interaction, perception of fairness, satisfaction with the complaint handling process and loyalty) between female and male respondents. Field research was conducted meaning that the primary data were collected through a survey. The paper presents the respondents' assessments of the set statements regarding experiences during the complaint process. To meet the research objectives, the Mann-Whitney U test was applied, which is used to examine the differences between the two independent groups as a nonparametric alternative to the t-test of independent samples.
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Otieno, Rose, Chris Harrow, and Gaynor Lea‐Greenwood. "The unhappy shopper, a retail experience: exploring fashion, fit and affordability." International Journal of Retail & Distribution Management 33, no. 4 (2005): 298–309. http://dx.doi.org/10.1108/09590550510593220.
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PurposeThis paper explores fashion availability, fit and affordability in the UK stores especially for those women who wear size 16 and over; and examines their satisfaction/dissatisfaction with the retail experience.Design/methodology/approachThe satisfaction of customer needs remains a fundamental tenet of marketing theory, research and application. This survey was an exploratory study into satisfaction/dissatisfaction with the fashion provision and shopping environments for women in the UK. A questionnaire solicited the views of 250 women thereby enabling the researchers to gauge consumers' views on sizing, fit and fashion availability, perception of current offers, pricing and shopping environments.FindingsA large percentage of females, particularly those who wear size 16 and over, are dissatisfied with retail environments, fashion and sizing provision among major UK market players. While most women shopped from the high street and department stores, the larger woman had great difficulty in finding well‐fitting fashionable clothing in general, and with certain categories being most problematic. Respondents' views would appear to contradict previously accepted wisdom that clothing consumption activity is leisure and pleasure orientated; many negative experiences prevailed leaving them unhappy and disenfranchised.Research limitations/implicationsThe findings presented are the views of women's experiences in one city in the UK. Future research could include a wider sample from more cities.Practical implicationsMarketers should be aware of the need for affordable fashions for larger women. Lack of appropriate sizes is a major source of dissatisfaction. This creates negative emotions in terms of: merchandise choice, visual merchandising, store environment, sales personnel attitude, pricing policies and promotional activities. These factors are the very foundations of consumer satisfaction and the evidence of consumer dissatisfaction resulting in avoidance behaviour should be particularly worrying for retailers, given that they are operating in an increasingly competitive and saturated fashion environment.Originality/valueThis paper provides an initial indication of what creates consumer satisfaction or dissatisfaction about fashion, fit, affordability and retail environments in the UK particularly among larger women. This paper shows areas of specific concern for marketers.
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Wiastuti, Rachel Dyah, and Naomi Hosana Wiliam. "Analisis Isi International Luxury Hotel di Bandung Berdasarkan TripAdvisor dan Agoda." Journal : Tourism and Hospitality Essentials Journal 8, no. 2 (2018): 111. http://dx.doi.org/10.17509/thej.v8i2.13745.
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This study aims to determine the customer satisfaction factors and dissatisfaction factors for International Luxury Hotels in Bandung based on online reviews in TripAdvisor and Agoda platform. There are two hotels as research objects; Sheraton Bandung Hotel and Towers and InterContinental Bandung Dago Pakar. Content analysis techniques were conduct by analyzing 854 reviews representing consumer satisfaction and 30 reviews representing consumer dissatisfaction, obtained from two hotel platforms; TripAdvisor and Agoda. The results reveal 12 satisfaction factors; room quality, employee, food and beverages product, view and ambience, facilities, service quality, cleanliness, location, design, value, internet, parking area, and security. Meanwhile there are 12 dissatisfaction factors; operation issue, cleanliness, room quality, facilities, bathroom quality, service quality, employee, lack of quietness, accessibility and location, price, food and beverage products, and security.
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Wee, Chow‐Hou, and Celine Cheong. "Determinants of Consumer Satisfaction/Dissatisfaction towards Dispute Settlements in Singapore." European Journal of Marketing 25, no. 10 (1991): 6–16. http://dx.doi.org/10.1108/03090569110002059.
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Ladki, Said M. "Consumer Involvement in Ethnic Restaurants: A Measure of Satisfaction/Dissatisfaction." Hospitality & Tourism Educator 6, no. 4 (1994): 73–74. http://dx.doi.org/10.1080/23298758.1994.10685625.
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Colvard, Michelle D., Marie-Thérèse Jackson, Rosana Oliveira, et al. "Consumer satisfaction with National Alliance on Mental Illness written medicine information." Mental Health Clinician 7, no. 2 (2017): 74–80. http://dx.doi.org/10.9740/mhc.2017.03.074.
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Abstract Introduction: Written medicine information (WMI) is a collection of facts for a specific medication, and it helps facilitate patient understanding of medication therapy. The primary objective of this study was to assess consumer satisfaction with National Alliance on Mental Illness (NAMI) WMI. A secondary objective was to assess health care professional satisfaction. Methods: National Alliance on Mental Illness WMI and surveys were offered to consumers, health care professionals, and trainees at 3 treatment centers with psychiatric services. All adults who received medication counseling were eligible for inclusion. Survey responses were evaluated using descriptive statistics. Results: Most consumers (82.4%) and providers (74.5%) reported overall satisfaction with NAMI WMI. Consumers were least satisfied with information on how to manage unwanted effects, drug-drug interactions, and readability (9.5%, 14.9%, 41.9% dissatisfaction). Discussion: Evaluation and feedback from consumers and health care professionals may influence decisions to refine NAMI WMI to meet consumer needs.
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CAMERON, MICHAEL P., MARGARET RICHARDSON, and SIALUPAPU SIAMEJA. "Customer dissatisfaction among older consumers: a mixed-methods approach." Ageing and Society 36, no. 2 (2014): 420–41. http://dx.doi.org/10.1017/s0144686x14001354.
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ABSTRACTWorldwide, populations are ageing and consequently so are the consumer profiles for most organisations. Understanding how best to ensure satisfaction in interactions with older customers, patients, members of organisations, and so on is therefore increasingly important. This paper examines two research questions: (a) How satisfied or dissatisfied are older people with their customer service experience, and what are the factors associated with dissatisfaction? and (b) What prompts older people to want to change service providers? The research questions are addressed using a mixed-methods approach – quantitative analysis of observation logs, supported by illustrative quotes from focus groups. We find that on the whole older people are generally satisfied with their interactions with organisations, although a substantial minority of interactions lead to dissatisfaction or lower-than-expected satisfaction. Dissatisfaction with interactions is mostly associated with impersonal communications, including interactions that are not conducted face to face, and those that are one-off interactions rather than repeated interactions. Media and communications firms prompted the greatest levels of dissatisfaction among older consumers. Dissatisfied older consumers from our sample are more than 12 times more likely to report an intention to switch providers than satisfied consumers. This highlights the potential costs to organisations of poor customer interactions with older people.
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Magreth B Tjizumaue and Krishna Govender. "Consumer Awareness, Consumer Protection, Service Quality and Loyalty: The Case of Long-term Insurance Consumers in Namibia." Restaurant Business 118, no. 10 (2019): 411–28. http://dx.doi.org/10.26643/rb.v118i10.9335.
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Due to the absence of appropriate Consumer Protection legislation in Namibia, there seems to be a lack of consumer protection, which may result in consumers being exploited. Since the literature reveals that Consumer Awareness, Consumer Protection, Service Quality and Customer Satisfaction influence Customer Loyalty, the aforementioned relationship was explored among consumers of long-term insurance products in Namibia. The researcher embedded the study in the Services Marketing and User’s Satisfaction/Dissatisfaction theory and developed a framework for creating a more aware consumer and thus contribute to the growth and survival of the long-term insurance industry in Namibia. A survey was conducted using a questionnaire, among a judgmental sample of 407 long-term insurance consumers in Namibia and Structural Equation Modelling was used to analyse (eight) hypothesized relationships among the research constructs alluded to in the title of this study. In summary, it was ascertained that if the customers are fully aware (have sufficient knowledge of the products and their consumer rights), they will feel protected against unfair business practices. Furthermore, if they perceive having received quality services, they are more likely to be satisfied with the service provider and will therefore, remain loyal.
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Tjizumaue, Magreth B., and Krishna Govender. "Consumer Awareness, Consumer Protection, Service Quality and Loyalty: The Case of Long-term Insurance Consumers in Namibia." Restaurant Business 118, no. 8 (2019): 172–89. http://dx.doi.org/10.26643/rb.v118i8.7507.
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Due to the absence of appropriate Consumer Protection legislation in Namibia, there seems to be a lack of consumer protection, which may result in consumers being exploited. Since the literature reveals that Consumer Awareness, Consumer Protection, Service Quality and Customer Satisfaction influence Customer Loyalty, the aforementioned relationship was explored among consumers of long-term insurance products in Namibia. The researcher embedded the study in the Services Marketing and User’s Satisfaction/Dissatisfaction theory and developed a framework for creating a more aware consumer and thus contribute to the growth and survival of the long-term insurance industry in Namibia. A survey was conducted using a questionnaire, among a judgmental sample of 407 long-term insurance consumers in Namibia and Structural Equation Modelling was used to analyse (eight) hypothesized relationships among the research constructs alluded to in the title of this study. In summary, it was ascertained that if the customers are fully aware (have sufficient knowledge of the products and their consumer rights), they will feel protected against unfair business practices. Furthermore, if they perceive having received quality services, they are more likely to be satisfied with the service provider and will therefore, remain loyal.
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Esmark Jones, Carol L., Jennifer L. Stevens, Stephanie M. Noble, and Michael J. Breazeale. "Panic Attack: How Illegitimate Invasions of Privacy Cause Consumer Anxiety and Dissatisfaction." Journal of Public Policy & Marketing 39, no. 3 (2019): 334–52. http://dx.doi.org/10.1177/0743915619870480.
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This research fills a gap in the literature regarding face-to-face privacy invasions. Most research in the privacy arena examines information privacy (e.g., credit card and data information) and ignores the privacy component of face-to-face interactions. Using three studies, the authors explore the impact of physical and visual invasions on privacy control. The findings show that only one dimension of privacy needs to be invaded for consumers to feel less control over their privacy. Perceptions of privacy control have a negative relationship with satisfaction, as mediated through feelings of anxiety. Importantly, two invasions do not have a greater impact than one, and a legitimate reason for physical or visual invasions can lessen the negative consequences in terms of anxiety and satisfaction. These results have important theoretical and practical implications for marketers aiming to design satisfying consumption experiences that also preserve consumer welfare.
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Chen-Yu, H. J., G. Williams, and D. H. Kincade. "Determinants of Consumer Satisfaction/Dissatisfaction with the Performance of Apparel Products." Family and Consumer Sciences Research Journal 28, no. 2 (1999): 167–92. http://dx.doi.org/10.1177/1077727x99282003.
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Svalova, Yu A., and A. N. Pleteshkov. "Consumer Satisfaction Monitoring of Natural Monopoly Services in the Leningrad Region." Russian competition law and economy, no. 1 (August 20, 2021): 76–81. http://dx.doi.org/10.47361/2542-0259-2021-1-25-76-81.
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The paper is demonstrates the results of consumer satisfaction monitoring with the services of natural monopolies in the Leningrad Region. The article reveals some reasons for the dissatisfaction of respondents. The authors identify the problems in natural monopolies and partners relations and propose ways to solve them.
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Mahanani, Putri, and Denis Fidita Karya. "Loyalitas Pasien Rawat Inap Melalui Layanan BPJS Kesehatan (Studi pada RSI Jemursari Surabaya)." Business and Finance Journal 1, no. 1 (2016): 1–10. http://dx.doi.org/10.33086/bfj.v1i1.266.
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BPJS is one of the health services provided by the government to the people ofIndonesia. In the process of patient care by using BPJS there were some complaints fromconsumers related to the quality of service. Poor service quality will have an impact onconsumer dissatisfaction in the service, so that it is capable of influencing consumer loyalty.Loyalty can only be generated if consumers have experienced the satisfaction of a goodservice quality provided by the service provider. This study aims to determine the effectof service quality on customer loyalty. In this case the customer satisfaction are thingsthat need to be met first before consumers get to the stage of loyalty. Respondents of thisstudy are inpatients in RSI Jemursari Surabaya as many as 100 people who use the serviceBPJS third grade. This study used survey method and analyzed using path analysis withPartial Least Square (PLS). Results from this study is the quality of service has an influenceon loyalty with mediation of consumer satisfaction. Loyalty can occur if the satisfactionfelt by consumers. Thus, in this study, customer satisfaction a mediating variable for therelationship between the variables of service quality and customer loyalty.
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Richard, Michael D., and C. Michell Adrian. "A segmentation model of consumer satisfaction/dissatisfaction with the complaint-resolution process." International Review of Retail, Distribution and Consumer Research 5, no. 1 (1995): 79–98. http://dx.doi.org/10.1080/09593969500000005.
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H.A. Bijmolt, Tammo, Eelko K.R.E. Huizingh, and Adriana Krawczyk. "Effects of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase on the internet." Internet Research 24, no. 5 (2014): 608–28. http://dx.doi.org/10.1108/intr-03-2012-0056.
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Purpose – The purpose of this paper is to investigate the impact of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase through internet channels. Design/methodology/approach – Using survey data from large consumer samples from 15 European countries, the authors classify consumers according to: whether they had negative experiences with online purchases, whether they complained, and whether they were satisfied with the complaint handling. A logistic regression analysis assesses the effects of these experiences on repurchase intentions. Findings – Remarkable differences arise among the consumers with respect to intentions to repurchase on the internet. Consumers with negative experiences who complained expressed higher repurchase intentions than consumers with no reason to complain and also than consumers who had negative experiences but did not complain. Yet the highest repurchase intentions arose among consumers who complained and expressed satisfaction with the complaint handling, in support of the service recovery paradox in an online setting. Originality/value – This project is one of the first empirical studies of the consequences of dissatisfaction and complaints related to online purchase behaviour.
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Song, Sujin, Dan A. Sheinin, and Sukki Yoon. "When women are dissatisfied: Gender differences in product failure attribution." Social Behavior and Personality: an international journal 45, no. 8 (2017): 1397–408. http://dx.doi.org/10.2224/sbp.6169.
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We studied whether or not men and women respond differently to product failure by investigating how the level of satisfaction changes according to the failure severity and the locus of causality. We conducted an experiment with 2 types of failure attribution (company or consumer) and 2 different levels of failure severity (less severe or severe) with 237 participants. Results showed that, when product failure was severe, the women had lower satisfaction than the men did for consumer-caused failure, but not for company-caused failure. Utilizing a defensive attribution framework, we ran a mediation analysis to identify why such differences occur. The analysis suggested that defensive motivation, whereby the individual avoids self-blame for severe failure, was heightened more for women than for men. Our findings suggest that, when a product failure is consumer-caused, companies must react more rapidly when managing female consumers than when managing male ones. Further, companies should carefully consider recovery strategies that mitigate dissatisfaction, even for less severe company-caused failure.
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Lehota, József, Balázs Gyenge, Nándor Komáromi, et al. "A vendégelégedettség/elégedetlenség és panaszkezelés a magyar házon kívüli étkezési szektorban." Táplálkozásmarketing 3, no. 2 (2016): 3–18. http://dx.doi.org/10.20494/tm/3/2/1.
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Tzeng, Shian-Yang, Myriam Ertz, Myung-Soo Jo, and Emine Sarigöllü. "Factors affecting customer satisfaction on online shopping holiday." Marketing Intelligence & Planning 39, no. 4 (2021): 516–32. http://dx.doi.org/10.1108/mip-08-2020-0346.
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PurposeSingles' Day (SD) in China is the world's biggest online shopping event while consumer dissatisfaction is also on the rise. Both theory and practice need sharper insights to foster consumer satisfaction, but such knowledge remains sparse in the literature. The current study addresses this void by assessing the effects of online and offline retail service features on consumer satisfaction with SD.Design/methodology/approachA two-phase survey was implemented before and after the SD online shopping holiday, with 594 participants in China. Respondents were randomly selected from unique proprietary databases of merchants in the top-five online product categories in China.FindingsThe findings show that information quality, product quality and savings improve, but product return worsens, customer satisfaction with the online shopping holiday. However, good after-sale service can ease the product return process thereby boosting customer satisfaction.Originality/valueThis paper addresses a research void by studying effectiveness of retail service features on consumer satisfaction with online shopping festivals.
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Newsome, Linda, Mary Helou, and Christopher Crismon. "Cross-Cultural Study of Students’ Response to Education Dissatisfaction: An Australian Context." International Journal of Educational Studies 2, no. 2 (2019): 44–52. http://dx.doi.org/10.53935/2641-533x.v2i2.24.
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The inevitability and unpredictability of service failures can result in consumer dissatisfaction, whereby consumers respond to their lack of satisfaction with the service provision in a variety of ways. Previous research indicates that consumers’ response options to service dissatisfaction is related to various facets of customer loyalty, which, in turn, may heavily impact on future repurchase intentions (Helou and Caddy, 2007). Accordingly, this study investigates the impact of loyalty and its cultural understanding on dissatisfaction response styles of university students. In particular, it compares the variations in response options between Anglo-Saxon Australian students and international Asian Chinese students, in an attempt to explore the impact of culture on dissatisfaction, and the resultant response options chosen by students, as guided by culturally defined perceptions and values (Helou, 2005; Helou and Caddy, 2007; Newsome and Cooper, 2016). Findings indicate that there are significant variations in terms of the degrees of ethnic loyalty and the response options engaged in as a reaction to dissatisfaction, mostly attributable to differences in cultural values. The contributions of this study are three-fold. First, the current research study further develops our understanding of cultural loyalty and its impact on students’ future repurchase intentions. Secondly, it provides an understanding of the dissatisfaction response styles of university students coming from different ethnic backgrounds. Finally, the current study further contributes to our understanding of the relationship between students’ ethnic backgrounds and their respective repurchase decisions.
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Miragaia, Dina, Diogo Conde, and Jorge Soares. "Measuring Service Quality of Ski Resorts: An Approach to Identify the Consumer Profile." Open Sports Sciences Journal 9, no. 1 (2016): 53–61. http://dx.doi.org/10.2174/1875399x01609010053.
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This study determined the consumer’s profile in winter sports, using their degree of satisfaction with services provided by a ski resort. A questionnaire was administered to 229 tourists/visitors and analyzed their satisfaction according to five factors: facilities and equipment; attributes of the slopes; resort services; restaurants, accommodation and social activities; and also about the access to the resort. Determination between levels of satisfaction indicated by different consumer segments was performed using a cluster analysis. The clusters identified were: partially satisfied, dissatisfied, dissatisfied with everything, satisfied with everything. In relation to gender, no significant differences were identified in any cluster. With regard to experience to visited other ski resorts, significant differences were found between tourists/visitors which have already done, comparing with the individuals who never been in a similar context. It was found that only 5.2% of consumers who have had similar experiences with other ski resorts were satisfied with all services provided. The results of this study enable to the managers identify the attributes by which tourists/visitors have a higher level of satisfaction/dissatisfaction and foremost identify the valences which can be subject to some kind of improvement. This approach enables the adaptation of services according the preferences and expectations of tourists/visitors, with the prospect of incrementing consumer loyalty.
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Kim, Chulmin, Sounghie Kim, Subin Im, and Changhoon Shin. "The effect of attitude and perception on consumer complaint intentions." Journal of Consumer Marketing 20, no. 4 (2003): 352–71. http://dx.doi.org/10.1108/07363760310483702.
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The importance of managing dissatisfied consumers has increased because of severe competition from the introduction of new types of stores, such as online shopping. Focuses on consumers who complain directly to the offending firms because their dissatisfaction provides a firm with the opportunity to improve its customer service. In contrast to studies that examine determinants of complaint behavior to resolve customer dissatisfaction, examines how attitudinal and perceptual variables, influenced by generalized personal factors, affect complaint intention. Performs a path analysis to examine the links among generalized personal antecedents, attitudinal and perceptual mediators, and customer’s complaint intentions. The empirical results confirm that attitudinal and perceptual mediators positively influence complaint intention. Furthermore, three generalized personal antecedents affect attitudinal and perceptual mediators. The empirical results indicate that attitude toward complaining plays a central role in mediating between three generalized personal antecedents and complaint intention. Finally, provides managerial implications that suggest ways firms can manage customers’ complaints to enhance customer satisfaction.
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Ashworth, Laurence, and Maureen A. Bourassa. "Inferred respect: a critical ingredient in customer satisfaction." European Journal of Marketing 54, no. 10 (2020): 2447–76. http://dx.doi.org/10.1108/ejm-11-2019-0853.
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Purpose This paper aims to address the following question: Do consumer inferences of respect (disrespect) contribute to satisfaction (dissatisfaction)? The research question is explored over two studies. The first aimed to test whether respect spontaneously emerged as an important component of consumer satisfaction. The second aimed to examine whether perceptions of respect could explain consumers’ satisfaction response beyond traditional antecedents of satisfaction (i.e. product and service factors, expectations). Design/methodology/approach The first (pilot) study examined whether respect/disrespect spontaneously emerged in written descriptions of highly satisfactory/dissatisfactory experiences (n = 356). The second (main) study used a survey methodology to test whether perceptions of respect could explain customer satisfaction beyond traditional antecedents (n = 2,641 plus n = 398). Findings Drawing on theories from social psychology and organizational justice, the current study argues that perceived respect, as inferred by customers from elements of their interactions with organizations, may also be critically involved in the satisfaction response. Research limitations/implications Conceptually, the findings place respect as a central antecedent among satisfaction determinants. Practical implications Practically, this research underscores the importance of enacting respect and avoiding actions that communicate disrespect because of their effect on satisfaction. Originality/value Customer satisfaction is critically important to organizations and so a great deal of research or work has sought to understand its causes – traditionally product performance, service quality and expectations. This current work, or This current research argues that inferred respect, as an indicator of the extent to which people perceive they are valued, should have an important, and general, influence on satisfaction that goes beyond what traditional determinants of satisfaction can explain.
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Haq, Irfan Nurul. "Determination of Price and Customer Satisfaction." Journal of Economicate Studies 1, no. 2 (2018): 97–108. http://dx.doi.org/10.32506/joes.v1i2.179.
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Price policy or a value can affect the human mindset, considering its activities by using logic including in considering its needs as a customer of a product. a person or customer will choose which product performance is more effective, efficient and suitable to his needs and according to the value of a price or cost, if the performance is effective, efficient and match with expectations, means customers will feel satisfied and will make the calculation of expenditures for the procurement of products the. Price has a positive and significant impact on customer satisfaction. The main considerations that affect customers are willing to use services include customer satisfaction, service quality, service orientation and pricing in determining the type of service used. The high price is a factor causing customer dissatisfaction so customers are reluctant to use the services provided by the company. The price of a good or service is very influential on customer satisfaction. Consumers use the price as a consideration in determining the purchase of a product, when should the purchase be made and how much the need for products purchased in accordance with the ability of consumer purchasing power. A product must be precise in the determination and determination of the selling price so that it can be accepted by consumers by not neglecting the quality of the product. Under normal circumstances, demand and prices have a negative or reversed relationship. That is, the higher the price is set the smaller the demand.
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Wingett, Fiona, and Sarah Turnbull. "Halal holidays: exploring expectations of Muslim-friendly holidays." Journal of Islamic Marketing 8, no. 4 (2017): 642–55. http://dx.doi.org/10.1108/jima-01-2016-0002.
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Purpose The purpose of this study is to explore the expectations of Muslim tourists when taking a halal holiday. Understanding consumer expectations is an important factor in any service context since expectations determine whether the consumer is satisfied or dissatisfied with the service outcome. Design/methodology/approach An exploratory approach was adopted and in-depth interviews with Muslim tourists and halal holiday providers were undertaken. Findings The findings identified services and facilities Muslim consumers expect from a halal holiday and those they did not expect to see. Factors such as halal food, women-only facilities and dress codes were identified as services and facilities that are expected, whereas no alcohol was seen to be an important factor for Muslim tourists. Research limitations/implications This exploratory study used a small sample and hence the findings should not be seen to be generalisable. However, the study provides a number of valuable insights into the expectations of Muslim leisure tourists. Halal travel organisations and tourism boards will benefit from a better understanding of factors that influence the satisfaction/dissatisfaction of Muslim tourists. Originality/value The study makes three main contributions to our understanding of halal holidays. First, the study identifies expectations that are likely to influence satisfaction, such as halal food and women-only facilities. Second, the study highlights those expectations which are likely to cause dissatisfaction for halal holidaymakers, such as alcohol and dress codes. Third, the study highlights the difference in expectations which exist between halal holidaymakers and how the interpretation and practice of Islam is highly varied.
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Hong, Hee-Sook. "Classification of Consumer Review Information Based on Satisfaction/Dissatisfaction with Availability/Non-availability of Information." Journal of the Korean Society of Clothing and Textiles 35, no. 9 (2011): 1099–111. http://dx.doi.org/10.5850/jksct.2011.35.9.1099.
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Artyushina, Ekaterina V., and Marianna M. Korenkova. "Research on the factors of consumer satisfaction with the development of digital communications: expectations and reality." VESTNIK INSTITUTA SOTZIOLOGII 12, no. 1 (2021): 118–35. http://dx.doi.org/10.19181/vis.2021.12.1.702.
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The authors of this article proceed from the fact that, as a result of the intensive development of digital technologies, a digital society has formed an understanding of life, in which many habitual social practices have been transformed into digital ones. In particular, digital technologies have contributed to the fact that communication on personal, social and commercial issues has moved to a different, virtual level. However, in a number of areas, digital communication causes problems and communication disruptions. For example, previous studies have highlighted high levels of consumer dissatisfaction with companies using digital communication tools. Especially a lot of criticism is caused by answerphones, recently widely popular and used increasingly by public and commercial institutions. The article examines the new ways companies use to deliver their message to an existing or potential customer, as well as the quality and customer ratings of some of these solutions. In addition, the authors tried to identify factors that influence consumer satisfaction when communicating with companies in the digital environment. The main research methods are analysis of previous projects results, interviews and online survey. The article is based on the results of the research conducted in the city of Nizhny Novgorod. The city residents expectations for the automated communication system used in the modern world between the user and the service provider in case when communication is initiated by the consumer to solve his problems were studied on the example of telecommunications companies. These expectations were divided into six groups, and a comparative quantitative assessment of consumer expectations and the actual quality of communication was made. A low level of satisfaction with new ways of communication between companies and consumers was detected, and factors influencing consumer attitudes were identified. In general, the study showed that the formed factors determine the priority directions of transformation of the communication practices of companies and are the basis for the balance of technologies and human resources at the enterprise.
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Sakthivel, G., and C. S. Senthil Kumar. "Consumer satisfaction, dissatisfaction and post-purchase evaluation: An empirical study on small size passenger cars in Coimbatore." ACADEMICIA: An International Multidisciplinary Research Journal 6, no. 12 (2016): 17. http://dx.doi.org/10.5958/2249-7137.2016.00090.2.
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Bednar, Susan G. "Elements of Satisfying Organizational Climates in Child Welfare Agencies." Families in Society: The Journal of Contemporary Social Services 84, no. 1 (2003): 7–12. http://dx.doi.org/10.1606/1044-3894.70.
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The critical role played by child welfare workers in the protection of abused and neglected children is seriously undermined by rapid staff turnover and the impaired performance associated with burnout and job dissatisfaction. This review examines research on job satisfaction in child welfare systems and on factors that influence a worker's decision to leave a job or stay, as well as organizational climate factors which have been linked to job satisfaction, consumer satisfaction, and client outcomes. While ample information is available about what is needed to create satisfying work environments for child welfare workers, this knowledge has not been systematically applied. Incorporating existing knowledge into child welfare practice should be a priority, as should research that focuses on organizational variables that may impact service quality and outcomes as well as employee satisfaction. Questions remain about the long-term impact of increased job satisfaction and improved organizational climate on worker retention and client outcomes.
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Alves, Lilian, Carlos Alberto Mello Moyano, and Derli Luís Angnes. "Fidelização de consumidoras no varejo de roupas e calçados femininos a partir da satisfação com atributos qualitativos." Revista de Administração da UFSM 13, no. 4 (2020): 685–708. http://dx.doi.org/10.5902/1983465931637.
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Purpose: There are few studies about satisfaction with qualitative attributes and their factors which women look for when shopping for clothes and female shoes in the Brazilian retail market, and that is the main objective of this study, which consists in identifying the qualitative attributes that promote the service quality factors perceived by consumers in the retail market of women’s clothing and shoes in order to obtain a higher satisfaction and fidelity for this segment.Design: The methodology used was subdivided into two stages: an exploratory qualitative stage and another stage using a descriptive qualitative research with 240 female consumers in the retail market of clothes and shoes.Findings: The results of this study show a positive correlation between satisfaction and the intention of repurchasing. Four main factors were identified using a Factorial Analysis: Attending, products, service and infrastructure.Research limitations: Study was limited to women in clothing and shoes retail in only one city.Practical implications: Based on the results it was possible to establish a competitive position of the retail sector for the target market and strategy actions for improvement and to increase loyalty among the female consumers to the stores.Social implications: Reduction of consumer dissatisfaction in the retail of women's clothing and shoes.Originality/value: Academic contributions to broaden the understanding of women’s shopping behavior in the retail market of shoes and clothes based on the identification of important attributes and factors for service quality.
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Grzeskowiak, Stephan, M. Joseph Sirgy, Thomas Foscht, and Bernhard Swoboda. "Linking retailing experiences with life satisfaction." International Journal of Retail & Distribution Management 44, no. 2 (2016): 124–38. http://dx.doi.org/10.1108/ijrdm-07-2014-0088.
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Purpose – A common assumption holds that retailers generally contribute to customer life satisfaction – retailers offer products and services that solve consumer problems – large and small. However, some retail experiences have been found to generate dissatisfaction, stress and unhappiness for some customers but not for others. Research is needed to not only demonstrate how retail experiences impact customer life satisfaction. The purpose of this paper is to address the question: why does satisfaction with various store types impact customer life satisfaction differently? Design/methodology/approach – The research context of this study is grocery retailers (neighbourhood convenience stores, super markets, and grocery discounters) in Austria. Using stratified random sampling across store types, a total of 379 personal interviews with grocery store customers were conducted. OLS regression analysis was conducted to test the research model. Findings – The study results suggest that satisfaction with a store type impacts customer life satisfaction depending on store-type congruity with shoppers’ identity. That is, satisfaction with a store type (e.g. neighbourhood convenience stores, super markets, and grocery discounters) is found to influence life satisfaction if the store type is congruent with the shoppers’ self-image and lifestyle. Practical implications – An emphasis on store-type congruity with shopper’s identity allows retailers to shift their attention towards creating more meaningful shopping experiences. Such a shift in focus may not only benefit retailers due to increase in customer loyalty for that store format. It also benefits shoppers themselves – the shopping experience contributes to shoppers’ life satisfaction. Originality/value – This research introduces store-type congruity with shopper’s identity as a key concept that connects shopping experiences to customer life satisfaction. This contributes towards building the hierarchical theory of shopping motivation. It demonstrates under what conditions shopping experiences impact consumer life satisfaction – a research topic that has received little attention in the retailing literature to date.
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Chauhan, Abhishek, Ankit Shukla, and Pradeep Negi. "SAFETY AND SECURITY MEASURES ADOPTED BY THE HOTELS AND THEIR IMPACT ON CUSTOMER RELATIONSHIP MANAGEMENT." International Journal of Research -GRANTHAALAYAH 6, no. 1 (2018): 118–25. http://dx.doi.org/10.29121/granthaalayah.v6.i1.2018.1600.
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Hotel can be defined as “Home away from home” for the guests who come to the hotel as they receive homely environment and services in the hotel. The guests who come to the hotels come with an understanding that they and their belongings would be safe and secured in the hotel during their occupancy in the hotel. The safety and security aspects play a very vital role in hospitality industry as this industry is dependent largely on the customer relationship with the hotel. If the guest encounters any security issue during their stay in the hotel, it leads to dissatisfaction of the guests resulting in Cognitive dissonance due to which the guests seeks other hotels and their buying consumer behavior becomes variety seeking consumer behavior. On the other hand, if the guests face no security and safety issue during their stay in the hotel, it leads to guest satisfaction resulting in improvement of rapport and good will of the hotel in the society thereby achieving its main objectives of PROFIT MAXIMIZATION AND GUEST SATISFACTION.
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Manjula Bai, H. "Perception Analysis of Online Shopping: A Case Study of amazon.com." Shanlax International Journal of Commerce 8, no. 2 (2020): 53–60. http://dx.doi.org/10.34293/commerce.v8i2.2285.
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This paper is designed to study the perception of the consumer about online shopping, to know the optimistic and pessimistic influence of online shopping on the consumers and to study the consumer behaviour towards online shopping. For the study, the researcher has selected 50 respondents who are familiar with Amazon. It particularly focused on the problems or the benefits availed from online shopping. A common problem faced by the customer while shopping online is quality service. The biggest problem while buying things online is that there is no guarantee of product quality, digital payments failure, unclear returns and guarantee policies, cyber security or more precisely the lack of it is a major problem on the internet today All levels of customers were surveyed by using a questionnaire, and the level of satisfaction or dissatisfaction from the online shopping was studied. Finally, the detail information about the benefits they had received was also considered. A small attempt has been made to understand the benefits of online shopping, and also the limitation of online shopping was studied concerning AMAZON. Finally, it attempts to offer suggestions to customers to educate much more about online shopping.
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Saaludin, Nurashikin, Mohd Hafizul Ismail, and Suriyati Harun. "Exploring Online Apparel Shopping Satisfaction on Sizing and Fit for Malaysian Children." Asia Proceedings of Social Sciences 2, no. 4 (2018): 95–99. http://dx.doi.org/10.31580/apss.v2i4.348.
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The advancement for the internet facilities have encouraged the the proliferation of online shopping especially apparel segments in Malaysia. Apparel are not only for basic neccessity but also as a trendy fashion as well. Meeting an appropriate sizing and comfortable apparel are the most important elements for consideration of purchasing. This study has determined the uncertainty problem on sizing and fit of apparel for Malaysian children from the perceptive of parents or guardians. Girth and length were identified as a good key dimensions measurement. Height and bust and, height and waist were used to measure upper body and lower body respectively. Analysis of variance (ANOVA) has proved that higher income households had greater discrepancies with respect to satisfaction levels items than lower income household. Different apparel sizing system by brands and manufacturers could lead to consumer confusion and dissatisfaction in shopping via online.
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Biolcati, Roberta, and Giacomo Mancini. "Club Drugs and Rave Parties: A Pilot Study on Synthetic Drug Consumption Styles in a Sample of Young Italian Ravers." Open Public Health Journal 11, no. 1 (2018): 474–84. http://dx.doi.org/10.2174/1874944501811010474.
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Introduction:So-called club drugs, psychoactive substances by definition related to rave and private parties culture, have a strong social impact in terms of health risks, especially for their spread among adolescents and young adults. In addition, polydrug use is a common pattern of consumption in some subcultures, such as the ravers culture. This study explores characteristics, consumption profiles, contexts of use, motives, and levels of satisfaction with life in a sample of synthetic/hallucinogenic substance users.Methods:We administered an ad hoc questionnaire to 37 Italian participants (62.2% males) recruited through several rave events in the city of Bologna.Results/ Conclusions:The results showed that consumers choose substances belonging to the same “family,” such as methamphetamines (MDMA and speed) and psychedelic substances (ketamine and LSD), for specific and contextual motives. The findings are discussed in light of the target sample’s socioeconomic conditions, consumer profiles, features of the rave context, and dissatisfaction with some areas of life.
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Jilla, Anna, and Nicholas Reed. "Hearing Loss and Healthcare Satisfaction." Innovation in Aging 4, Supplement_1 (2020): 214. http://dx.doi.org/10.1093/geroni/igaa057.691.
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Abstract Patient satisfaction with care has become increasingly important since Medicare’s shift to value-based reimbursement models using the Hospital Care Quality Information from the Consumer Perspective survey. Effective communication plays an underappreciated role in satisfaction with care. Hearing loss impacts two-thirds of adults over 70 years and is a barrier to communication. Previous research has found that adults with hearing loss have poorer health outcomes and incur higher medical expenditures. The present study aims to explore the association of hearing loss on satisfaction with care. Nationally representative data from the 2015 Medicare Current Beneficiary Survey (MCBS) collected information on self-reported hearing with a hearing aid (no trouble, a little trouble, or a lot of trouble) and satisfaction with quality of health care (very satisfied/satisfied and dissatisfied/very dissatisfied) for all adult Medicare beneficiaries. A weighted sample of 48.6 million Medicare Beneficiaries was analyzed using logistic regression, adjusted for sex, race, educational attainment, income, general health, and functional limitations in instrumental activities of daily living. The adjusted model found that compared to adults with no hearing trouble, those with a little trouble hearing and a lot of trouble hearing had 1.47 times (95% CI: 1.06, 2.03) and 1.74 times higher odds (95% CI: 1.15, 2.62) higher odds of reporting dissatisfaction with care, respectively. Hearing loss, possibly mediated by its impact on communication, is associated with satisfaction with care. Given the emphasis placed on patient-reported satisfaction value-based reimbursement programs, hearing loss may represent a potential, low-risk/high-reward area of intervention to improve satisfaction.
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Gurina, M. A., and Yu V. Rumyantseva. "Competitiveness Management of Goods Based on the Application of the Theory of Attractive Quality N. Kano (on the example of JSC “Sagunovsky Meat Processing Plant”)." Proceedings of the Voronezh State University of Engineering Technologies 80, no. 4 (2019): 426–35. http://dx.doi.org/10.20914/2310-1202-2018-4-426-435.
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The study substantiates the idea that the key task of managing competitiveness is the proof of the viability of the goods produced and the creation of conditions for the struggle for the consumer with the help of modern methods of ensuring customer satisfaction. Under these conditions, models of demand formalization and determining the competitiveness of products become particularly relevant. The Noriaka Kano model of attractiveness is considered, which makes it possible to single out the existing features of products of a particular manufacturer that are not found in competing analog products that could increase the competitiveness of the products studied. The article presents the results of a study of consumer satisfaction with meat products of OJSC “Sagunovsky Meat Processing Plant” by the method of N. Kano, identified factors that increase the attractiveness of products and the competitive advantages of an enterprise in the market. The authors compiled a questionnaire, which allowed to identify various degrees of satisfaction with the properties of the meat products of the plant. A feature of the content of the questionnaire questions was a combination of positive and negative questions, which made it possible to form the most complete picture of the attractiveness of the properties of meat products. The result of the processing of the obtained data was the calculation of the satisfaction and dissatisfaction potentials of consumers of the plant’s products and the mapping of characteristics. Products produced by the meat processing plant may have a high potential quality, i.e. Comply with state standart and generally accepted specifications, but high real quality is achieved only in the process of using the product and customer satisfaction. The study showed that in the company's strategy little attention is paid to improving the product line in the premium segment, as well as to those characteristics of meat products that are not directly related to the basic properties of the sausage, but make the consumer happy. The meat factory needs to reconsider approaches to the development and implementation of product policy, in particular, to revise the requirements for smell, cutting and high content of spices in sausage. The use of this model will allow the company to develop measures to increase the attractiveness of products and improve the strategy of product promotion on the market.
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Isac, Florin-Lucian, Anca-Maria Milovan-Ciuta, and Andrei Dobre. "Behavioral consequences of customers’ satisfaction with banking products and services." Timisoara Journal of Economics and Business 8, no. 2 (2015): 232–54. http://dx.doi.org/10.1515/tjeb-2015-0017.
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Abstract The premise that consumer satisfaction determines behavioral models that positively influence business results, is accepted both in the academic and business environment. This research addresses the consequences of satisfaction from the customer’s perspective, focusing on behaviors that customers of banks adopt as a result of satisfaction/dissatisfaction experienced from the performed transactions. Based on literature review, we have developed our own research model and tested the hypotheses formulated regarding the relationships formed between customer satisfaction and behavioral responses to customer satisfaction. For this purpose, we conducted a survey in which the investigated statistical population consists of customers who have completed at least one transaction with suppliers of banking products and services in the last six months. The sample gathered 511 persons using the snowball method, and respondents filled in questionnaires through online self-administration. We tested the research hypotheses using SPSS. Data analysis involved testing the reliability of the used measurement scales, score factors determination, testing the validity of constructs included in the research model, research hypotheses testing. In this article, in analyzing the relationship between customer satisfaction with banking products and services and its behavioral consequences, we take into consideration trust and supplier switching costs as moderator variables.
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Ghosh Chowdhury, Tilottama, Kalpesh Kaushik Desai, and Lisa Bolton. "Accentuate the positive: how identity affects customer satisfaction." Journal of Consumer Marketing 31, no. 5 (2014): 371–79. http://dx.doi.org/10.1108/jcm-03-2014-0915.
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Purpose – The purpose of this research is to address an important gap in identity research – how does consumer identity affect satisfaction following an unambiguous product experience. Design/methodology/approach – Two experiments were conducted involving a product experience scenario and a service recovery encounter. Findings – Study results demonstrate that experience valence moderates the impact of identity on customer satisfaction. Specifically, we find that identity improves satisfaction with a positive (but does not increase dissatisfaction with a negative) experience, and this effect arises via enhanced performance perceptions under positive experience rather than expectations. Research limitations/implications – Our research investigates whether the prior research argument that identity is a powerful and “sticky” source of brand evaluation is robust to product experience. Specifically, we extend the disconfirmation paradigm of satisfaction by identifying identity as a driver of satisfaction and by testing whether identity effects emerge via biased perceptions of performance or altered expectations. Practical implications – Our findings offer interesting managerial implications in terms of using identity marketing to enhance customer satisfaction with positive experiences and to increase the effectiveness of recovery from brand failures, but identity marketing cannot shield a brand from negative product experience. Originality/value – To our knowledge, this research is first to demonstrate the joint effects of identity and experience information on satisfaction using two different identities and settings.
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Chang, Ai-Che, Charles V. Trappey, Amy J. C. Trappey, and Luna W. L. Chen. "Web Mining Customer Perceptions to Define Product Positions and Design Preferences." International Journal on Semantic Web and Information Systems 16, no. 2 (2020): 42–58. http://dx.doi.org/10.4018/ijswis.2020040103.
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E-commerce provides a global platform supporting product transactions through the consumer purchase lifecycle including communications of perceived satisfaction and dissatisfaction. The customer feedback functions and social networks of many e-commerce websites allow for the creation of extremely large databases that can be mined to model the customers' perceptions toward online purchases. This research uses online customer reviews as the business intelligence corpus to help companies redesign products that better satisfy consumer preferences and differentiate their product offerings. After identifying the specific webpages of customer reviews, a web crawler collects review text. Computer-supported text mining, cluster analysis, and perceptual mapping are combined as a systematic analytic approach to compare products in a given domain. The study assists phone manufacturers to understand the positive and negative perceptions of customers related to their post-purchase experiences. The customer-preferred product functions, features, and price positions provide valuable strategic intelligence for new product designs and market differentiation.
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Farhadloo, Roohollah, Mohsen Chavoshi, Mostafa Vahedian, et al. "Patient Satisfaction With Pre-hospital Emergency Care in Qom Province in 2017." Health in Emergencies & Disasters Quarterly 5, no. 2 (2020): 99–104. http://dx.doi.org/10.32598/hdq.5.2.199.4.
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Background: Pre-hospital emergency is usually the first phase of treatment. The most serious emergency cases before any action in health care unit is to know what services are the cause of satisfaction or dissatisfaction of the patients with the overall emergency care. The aim of this study was to evaluate the satisfaction of recipients of pre-hospital emergency care in Qom City. Materials and Methods: In this descriptive study 400 patients who transported to the hospitals by Qom EMS were selected by using simple random sampling. Data were collected by using of satisfaction questionnaire. The data gathered through telephone interviews. Data were collected by using a demographic questionnaire and a Consumer Emergency Care Satisfaction Scale (CECSS) and then analyzed by SPSS v. 16 software using descriptive and Chi-square tests. Results: The results showed that the satisfaction rate from emergency ambulances and the efficiency of the emergency staff was moderate, and the satisfaction from technicians, the rate of acting professionally, performance of technicians, and the general opinion of patients were high. Also, the highest level of satisfaction (70%) belonged to technicians and the least satisfaction (26%) belonged to ambulance. Conclusion: Although the satisfaction rate of Qom pre-hospital emergency staff related to the performance of ambulance was low due to some shortcomings and deficiencies;however the overall rate of satisfaction from pre-hospital emergency care in Qom City was at a good and acceptable level.
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Bowen, David. "Research through Participant Observation in Tourism: A Creative Solution to the Measurement of Consumer Satisfaction/Dissatisfaction (CS/D) among Tourists." Journal of Travel Research 41, no. 1 (2002): 4–14. http://dx.doi.org/10.1177/0047287502041001002.
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